Application Support Executive

Location
London
Salary
£25k - 30k per year
Posted
24 Nov 2016
Closes
22 Dec 2016
Ref
Tspa/ASE
Contact
.
Sectors
IT
Contract Type
Permanent
Hours
Full Time

Application Support Executive

Location: South West London

Salary: £25,000 - £30,000 depending upon experience

About the company

A rapidly expanding international software company has a superb opportunity for a bright, enthusiastic Senior Application Support Executive to be part of a dynamic and frontline Client Support Team.

The appropriate candidate will have excellent verbal and communication skills, a good understanding of client support / call progression with the ability to track, manage, trouble-shoot and resolve software problems to resolution. It is important to be able to work both independently and as part of a team. Candidates must have at least 5 years’ experience in a similar role.

Requirements of the Application Support Executive

  • 3+ years of hands-on experience of IT infrastructure technologies and processes
  • A sound understanding of communication protocols, network devices, hubs/switches/ router diagnostics and configuration
  • First Rate knowledge and understanding of current & emerging technologies
  • Hands-on experience supporting .NET & SQL based applications
  • Knowledge of Desktop, Web-Based and Mobile technologies
  • Incident management experience on a Service/Help Desk
  • Excellent time management and organisational skills, combined with good written and communication skills
  • Strong client facing skills
  • Customer service focused
  • The ability to work flexible hours and go the extra mile to ensure customer support excellence

Duties of the Application Support Executive

  • Assess problems quickly and provide excellent support to helpdesk queries from clients
  • Provide technical support in line with Service Level Agreements
  • Manage the timely resolution of support issues in line with defined escalation procedures
  • Internal bug reporting/change request escalations
  • Ability to interpret and understand client issues both from a technical and user/operational perspective
  • Identification of new revenue opportunities with clients (e.g. additional training requirements could be required if a client is persistently calling the helpdesk for operational queries)
  • Ability to debug and deploy stored procedures and other objects inside SQL Server
  • Ensure all confidential client data / configuration details are kept current and relevant. Provide Incident/Case reviews with Clients as required by the Account Managers
  • Identify repeat cases for Root Cause Analysis
  • Assist in the creation of weekly / monthly reporting of Help Desk statistics for both internal use and clients

Only candidates with a valid UK / EU work permit will be considered at this time

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